A retail union survey has found nearly 97 per cent of Aldi staff who worked at the supermarket's self-serve checkouts reported experiencing some degree of abuse or violence, with mandatory bag checks the overwhelming flashpoint.
The survey by SDA NSW, based on 185 responses from members employed at Aldi, found the abuse was driven overwhelmingly by the requirement to conduct compulsory checks of bags (cited by 98.4 per cent of respondents) and of trolleys and prams (75 per cent).
Dozens of staff reported rising anxiety, stress and trauma, with several saying management monitored them through CCTV and disciplined workers who did not enforce the checks. "You are being monitored all the time by supervisors checking cameras," one respondent said. "If you failed to [check bags or scan bulky items first], you get constructive feedback and even warnings to terminate employment."
Others described customers throwing groceries at workers, making threats, and following staff after their shifts. "They swear, threaten us and even say 'watch out, I will wait for you outside'," one said. Another claimed a co-worker's windshield had been broken because they had tried to prevent shoplifting.
Aldi declined to respond to questions about its self-serve checkout policies. A spokesperson said worker safety was "paramount". "We continually assess and strengthen our policies to maintain a safe environment. This includes working closely with law enforcement and industry bodies where appropriate," the spokesperson said. "We regularly review our store operations to ensure they provide a safe, simple, and efficient experience for our customers and our people."
The union has written to Aldi calling for mandatory bag checks to be removed, for an end to performance management or disciplinary action against staff unwilling to engage with customers where there was a risk of violence, and for higher staffing levels. Aldi director of store operations Callum Storey said abuse and conflict would be minimised as all customers are required to undergo bag checks, and said staff were not expected to choose between their safety and performance management. Aldi has not responded to a follow-up letter from the union seeking confirmation that workers would not be disciplined over genuine safety concerns, and clarification on de-escalation training.
"They're beyond opaque," said SDA NSW secretary Bernie Smith. "This is one of the first times ever where we've had a bit more of a constructive response, but it's still not very clear what they're saying."
Customers have also vented frustration. On the r/AldiAustralia Reddit thread, shoppers complained of long queues at staffed registers while self-serve checkouts sat closed. "Wanted two items. One lady serving 4 full trolleys in front of me and 6 self-serve checkouts closed," wrote one user. "Went next door to Coles."
Several survey respondents claimed Aldi's policy was to keep self-serve checkouts closed until more than three customers lined up at manned registers, and one claimed the registers were opened only from 11am to 7pm. Queensland University of Technology marketing professor Gary Mortimer said the closures were a loss prevention strategy. "Closing them would force people to a checkout where [bag] checks can take place," he said.
Retail consultant Trent Rigby described Aldi's terminals, which display a live feed of the customer with the words "MONITORING IN PROGRESS" in red, as more aggressive than the self-serve systems of the other grocery giants.
Smith said higher cost-of-living pressures had pushed shoplifting and retail crime higher, prompting Coles and Woolworths to invest tens of millions of dollars in theft prevention. "Aldi always runs the lowest staffing model. They have the highest level of injuries," he said. Enforcing mandatory bag checks created tension between customers and staff, he added: "People might feel accused of shoplifting." Aldi rolled out its self-serve checkouts across the country in late 2024, more than a decade after Coles and Woolworths.